Refund & Return Policy
At Carisma Collections, we are committed to providing you with high-quality jewellery and a smooth shopping experience. Once you receive your goods, we offer a 15-day money-back guarantee! Kindly note that gift recipients are not eligible for refunds. If you are not completely satisfied with your purchase, you may exchange it within 15 days from the date of receipt, provided the items are unused and in their original condition. Please note, however, that engravable products, earring sets (unless the earrings are still sealed in their sealable pouch), and Permanent Bracelets are not eligible for exchange due to their unique nature and hygiene concerns.
The value of any exchanged items will be determined by their initial purchase price, with replacements reflecting the current market prices and any ongoing promotions. In cases where a free gift was part of the original purchase, if this gift is not returned with the exchanged item, its value will be proportionately deducted from the exchange value of all the items of the purchaser under that order. No receipt is required as long as we can track your order.
Purchases made with One4All Vouchers are final and cannot be refunded, and free gifts received with purchases are not eligible for exchange. Gift voucher buyers are not eligible for sales or offers, but the recipient is eligible for any discounts or promotions active at the time of their purchase.
Carisma Collections Jewellery is covered by a 12-month warranty from the original purchase date, applicable under specific conditions such as damage during production or manufacturing and loss of stones due to manufacturing faults. However, damage from use, severe scratches, dents, or neglecting product care voids the warranty, especially for 18k gold-plated items, which are more sensitive compared to stainless steel.
For Countries Outside of Malta
• Refund Method: We offer store credit only, which can be used for future purchases on our website.
• There will be a €5 return fee, which will be deducted from the store credit.
For Malta & Gozo
Customers in Malta and Gozo can choose between the following options:
1. Store Credit Option: Similar to the process for countries outside Malta, you can opt for store credit, with a €5 return fee deducted from the credit.
2. In-store Exchange or Return: You can visit one of our physical outlets to exchange or return the product directly. There will be no return fee if the item is exchanged or returned in-store.
How to Initiate a Return or Exchange (Online Process)
To initiate a return or exchange online, please follow these steps:
1. To initiate a return, please click here: https://www.carismacollections.com/a/506-returns-manager
2. Enter your order number and the email address or contact number used to place the order.
3. Submit the return request for our review.
Approval & Pick-Up:
1. Once we review and approve your return request, you will receive an approval email.
2. Our team will contact you to confirm the pick-up address for your return.
Return Pick-Up Process:
1. Our courier will collect the item from your provided address.
2. Inspection & Store Credit: Upon receiving the returned item, we will inspect it to ensure it is:
- Unworn and in its original, undamaged condition.
- Returned in the same state as you received it.
3. After passing inspection, we will issue store credit equal to the amount of your original purchase (minus the €5 return pick-up fee).
4. You will receive an email confirmation of your store credit once the return is processed.
Please note that a €5 pick-up return fee will be deducted from your store credit. This fee covers the cost of the return service and will be applied automatically.